Tyler Jorgensen

Robert, we're sorry that your experience didn't meet your expectations. We completely understand your frustration regarding your check-out and wanted to explain what happened. Our computer program only allows one computer to be open with a customer's file at a time, for security reasons. Your file was open on your service writer's computer as he was closing out your file when he received a phone call. He had begun working with another customer on the phone before you approached the desk and was unable to log out of your file during the call due to his active use of his computer during the phone call. Our assistant service manager attempted to use his computer momentarily to get out of your file, but was unable to do so.

While we tell our customers to plan for an hour for an oil change, sometimes we are unable to fulfill that promise due to unforeseen situations. In addition, part of that hour promise time includes the inputting time for the computer so as to make sure that all work is documented for warranty and service records. All vehicles are physically completed earlier than the computer work, but the appointment isn't completed until we are able to update all records, which is why we tell customers to estimate for an hour. Your appointment was scheduled for 12:30 and although you did arrive early, due to other customer's needs and appointments, we weren't able to work in your vehicle any earlier than scheduled. Your vehicle was due to be ready at 1:30 and the service writer was just finishing up your paperwork when the other customer's call came in. We do apologize that you weren't able to leave the dealership until 20 minutes after your promised delivery time and promise to strive to do better for you in the future. Hopefully, this clears up any confusion as to why and what happened during your appointment and that you will give us the opportunity to serve you again and show you what the normal Mike White Ford service experience is like. Your happiness is of the highest importance to us and we're sorry that we weren't able to meet expectations this time. As a token of good faith, we'd like to mail you a coupon for an additional car wash. Just reply to this email with your mailing address and if you'd prefer Squeaky's, Hippo, or Mister Car Wash and we'd be more than happy to get that in the mail to you! Thank you for choosing Mike White Ford!

Jerry, thank you for speaking with us on the phone about this matter. We understand and appreciate the gravity of the situation. The quality control issue has been addressed with every level of technician at our dealership. We hope that we will have the opportunity to rebuild your confidence in our service department. Thank you for choosing Mike White Ford!

Hello Linda, thank you so much for taking the time to rate and review our dealership. After speaking with my General Sales Manager Nate Bligh, we would like to discuss this matter with you over the phone. If you would not mind giving us a call at 208-664-9211 so we can hopefully find a solution. We appreciate you choosing Mike White Ford and look forward to hearing from you.
 

Spoke with our customer, have scheduled appointment for 9/5 to inspect taillight concern and will provide paperwork on tires at that time..
Thank you Mr. D.